Dsign Graphics

Revdex.com:
I have reviewed the response made by the business on here in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Let me clarify. I'm not rejecting their proposed action, at least what they've proposed to me verbally over the phone. They have said they will credit the account for the amount they say is owed. This would render everything paid in full and the account in good standing. The problem, however, is that they have yet to follow through. I feel it is a bit premature for them to respond here and say that the matter has been handled when in fact it has not.Startex Power has done nothing but continually push me around and say they're going to do one thing and then NEVER follow through. My fear is that at this time it is just another of their tactics. I cannot express my frustrations with them in an email to an extent that I would deem sufficient. I've had to call them on at least 6 different occasions due to their lack of follow up calls. They're supposed to call back within 24-48 hours but days go by and nothing. The only entity of Startex Power that seems to know how to call me is the collections department. There was one girl, [redacted], who finally gave me a direct line so that I wouldn't have to continue to wait on hold for 40 minutes only to have to explain the situation to a call center agent who cannot do anything. Keep in mind though that I had asked MULTIPLE times for a direct line and was told they did not have direct lines. The only way to contact them was to go through the call center. Then I have to ask to speak to their [redacted] but in order to do that I have to either sit on hold for copious amounts of time or agree to a call back that will take place in 24-48 hours..... A recurring theme with this bunch. Their slogan is "As always, our customer care is free." I don't know what their idea of customer care is but it is in now way, shape, or form what I consider customer care. Sitting on hold and waiting for call backs is not my idea of customer care.Startex Power needs to do as they've stated and stop harassing me.Regards,
[redacted]

StarTex Power reached out to Mr. [redacted] via telephone;
6-26-17; attempting to explain how his renewal request may have been rejected
on [redacted]’s [redacted] website. The website is designed for new service or switch
request not renewals. As provided in Mr. [redacted]’s renewal notice, renewal
request should be submitted directly to StarTex Power online at www.startexpower.com/renew or by
phone at 866-711-6250.
StarTex Power again regrets the trouble and confusion Mr.
[redacted] encountered while attempting to renew his service; however StarTex
Power has offered renewal pricing along with loyalty credits, which Mr. [redacted]
declined. At this time it appears we will not be able amicably resolve Mr. [redacted]
issue however StarTex Power has exhausted all efforts and considers this [redacted]er
resolved.
If additional information is required or there are remaining
concerns please contact StarTex Power directly at [email protected]
Regards,
Escalated Customer Support

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr. [redacted] [redacted]. 
 
Investigative Results:
 
StarTex Power’s records do not match that of [redacted] in regards to failing to consolidate his accounts.
 
Prior to...

[redacted] having two separate accounts for each business location, all locations ([redacted]) were housed under account, [redacted]. 
 
On 2/14/2014, [redacted] contacted StarTex Power and requested that the location on [redacted] be housed under a separate account so that he could better manage the expenses for each location. Per [redacted]’ request, StarTex Power opened account, [redacted], and transferred the business address located on [redacted] to this account.
 
On 1/7/2014, [redacted] executed a Commercial Electricity Authorization Form (“Agreement”) for account [redacted], which authorized StarTex Power to remain its Retail Electric Provider (“REP”) for 30 Months.  As a condition of the Agreement, [redacted] signed and acknowledged that he read and understood that there is an Early Termination Fee for early cancellation the amount of which shall be the product of the Average Invoice Amount (as measured in dollars) multiplied by the Default Usage Factor.  The Agreement became effective as of 4/1/2014 and was scheduled to expire on 9/30/2016. (Agreement available for review)   
 
On 3/2/2015, service for account [redacted] ([redacted]) dropped due to a switch and as a result, an ETF in the amount of $2,178.37 was assessed in accordance with [redacted] Agreement.   
 
StarTex Power’s records indicate that [redacted] started calling on 6/1/2015 to dispute the ETF in the amount of $2,178.37.  [redacted] was advised each time that because he failed to either request a move out, transfer the ownership of the Agreement, or transfer the service to a new location, the ETF in the amount of $2,178.37 is valid and will not be waived.  Because he did not agree with what he was being told, [redacted] requested to speak with a supervisor. 
 
Although [redacted] states that he has not received a return call from a supervisor as requested, StarTex Power’s records indicate that he has spoken with a supervisor as well as a member of Escalated Customer Service and  has been offered a resolution to bring this matter to a close; however he has expressed that the offer is not acceptable.     
 
StarTex Power stands firm that the ETF in the amount of $2,178.37 is valid and will not be waived.
 
Regards,             
 
Escalated Customer Support[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr. [redacted]. 
 
Investigative Results:
 
StarTex Power contacted Mr. [redacted] and advised him that his account has been adjusted accordingly and it is now closed with a...

zero (0) balance.  He will receive a corrected invoice and his account will be removed from third party collections.  Additonally, Mr. [redacted]’s credit has not been negatively affected. 
 
Regards,             
 
Escalated Customer Support
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
I have received the refund check from the business. This resolved my complaint.
Thank you Startex for addressing the complaint. Maybe in the future I can come back as a customer.
Thank you Revdex.com for your assistance.
[redacted]

Revdex.com Case # [redacted]
 
Despite StarTex Power’s efforts to contact **. [redacted] by phone, he has been unresponsive.  StarTex Power has complied with the Texas state regulatory guidelines by providing that the plans selected on the Power To Choose website are for new customers only.  **. [redacted] may contact StarTex Power by phone in order to bring this matter to a satisfactory resolution. 
 
Regards,        
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
StarTex Power reiterates that no refunds are due to **. [redacted] at this time as StarTex Power has complied with the rules and regulations set by the Public Utility Commission of Texas (PUCT) by providing that the plans on the Power to Choose website are for New Customers Only. StarTex Power would like to encourage **. [redacted] to contact us by phone if he would like to further discuss this matter.
Regards,
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr. [redacted]. 
 
Investigative Results:
 
StarTex Power has contacted Mr. [redacted] directly and this matter has been brought to a satisfactory resolution. ...


 
Regards,             
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Ms. [redacted].
Investigative Results:
StarTex Power has attempted to contact Ms. [redacted] several times to discuss her concerns; however she has not been available and messages have been left....


Deposits are refundable after a customer has established 12 consecutive months of good payment history, with no late payments. StarTex Power’s records do not match that of Ms. [redacted]’s when she reports that she has not received any late notices within the last year. Our records indicate that Disconnect Notices were issued on 10/15/2014 and 3/12/2015 to inform Ms. [redacted] that her account reflected a past due balance and that a payment was needed to avoid service interruption.
StarTex Power confirms that Ms. [redacted] began to inquire about her deposit refund starting in July of 2015 and was advised that the deposit would be automatically refunded in the form of a bill credit on her September invoice; however, the information provided was not accurate and for this we apologize.
StarTex Power values customer service and has submitted a request to refund Ms. [redacted]’s deposit. A hold has been placed on her account to prevent any collections activity while the request to apply the deposit refund to the account is being worked. Once completed, Ms. [redacted] will receive a corrected invoice.
StarTex Power apologizes for any inconvenience this matter has caused.

Regards,
Escalated Customer Support
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The call would of course only show Startex offered to change one amount due because there was only one payment due at the time.  I would have been fine with that, but I didn't want to pay the disputed amount.  I tried to reason with this company and they wouldn't listen and refused to escalate the call to management, but of course they left that part out.  I WANT THIS CALL ESCALATED TO A HIGHER LEVEL.  I WOULD HAVE BEEN GLAD TO SIGN A LONG TIME AGO.  This lack of customer service and delaying responses to make me appear delinquent on my bill are deceptive and misleading.  I also plan to escalate this dispute to the public utility commission. WHOEVER IS RESPONDING TO YOU IS NOT REALLY TELLING YOU THE WHOLE TRUTH AKA LYING.  How could they credit more than one payment on the call they are talking about when there was only one payment due.  Also, on that call they refused to credit my account at the time and wanted to collect money from me and then credit my account later.  Basically holding onto money the were not legally owed at Christmas time.  If the Revdex.com is still a legitimate organization please refer this to legal.  I am calling my lawyer right now.  Thanks. [redacted]

Beter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my 
Regards,
First of all we were promised a copy of the conversation that took place and if one cannot be provided then there cannot be any truth in what [redacted]  power is stating.  Like I have told [redacted] power my [redacted] DID NOT agree to another contract. My [redacted] is a man who will read something and then decide on it, he is not so eager to agree on things over phone. If [redacted]  power was so sure of what was said then why the hassle to provide the recording. Like I've stated in the pass my [redacted] hasn't had to deal with such nonsense before and if it weren't for his old age and lack of computer skills he'd be the one dealing with this. One more thing,  if [redacted] power was willing to give credit for the 2 months of the month to month that were at regular rate then why is it such a problem to remove the so called early termination fee that they are demanding?

StarTex Power reiterates our initial response.
As previously stated StarTex Power mailed via United Sates
Postal Service a renewal notice dated December 9, 2016 to the service / billing
address of record; [[redacted]] a copy of this notice is available upon request.
StarTex Power in good faith provided electrical service to
Mr. [redacted]’s service address in accordance with the Terms of Service Mr. [redacted]
selected in July 2016.
As previously stated StarTex Power is required by State of Texas Public
Utility regulation to “continue service at month-to month variable rate” These
rates are determined by a competitive Texas Power market.
StarTex Power customer care agents on June 7, 2017 offered Mr.
[redacted] loyalty credits for at least the prior three (3) months in addition to
the best current fixed rates available as of June 2017 which Mr. [redacted]
declined.
StarTex Power again regrets Mr. [redacted]’s decision and has extended
all offers available to resolve Mr. [redacted]’s concern however at this time it
appears no amicable solution is possible.
StarTex Power appreciates this opportunity to respond if additional
information is required please contact us directly at [email protected]
 
Regards,
Escalated Customer Support

Revdex.com Case # [redacted]
 
StarTex Power
acknowledges receipt of Revdex.com Case # [redacted] from [redacted].    
 
Investigative Results:
 
Mr. [redacted] completed
an online enrollment and selected a 6 month fixed price plan with an Average
Price of...

6.7 cents per kWh based on 2000 kWh for his account. Prior to
completing the enrollment, Mr. [redacted] had the opportunity to review the
Electricity Facts Label (EFL) for the plan he selected.  The [redacted] provides that the Average Price per
kWh is estimated and is calculated using the following: 
 


















Energy Charge - 5 cents per kWh[redacted] Delivery Charge * - 3.8779 cents per kWh[redacted] Deliver Charge *- $5.67 per bill monthResidential Usage Credit - $35.00 per bill month if usage >= 1000 kWhAdditional Residential Usage Credit - $15.00 per bill month if usage >=2000 kWh
*The [redacted] also provides
that the actual price for electricity may vary according to your exact monthly
usage and [redacted] pass through charges. 
Please note that [redacted] Energy is the entity
responsible for calculating delivery charges each month in accordance with the
residential tariffs.    
 
As with all Retail Electric Providers (REP) operating
in regions of the state open to retail competition, StarTex Power depends on
the meter readings & other billing determinants submitted by the local
[redacted] ([redacted]), [redacted] Energy, for billing. The
employees of StarTex Power have no interaction with any of the [redacted]’s equipment
or facilities and the REP is not able to make any changes to the billed
electric usage without adjustments from the local [redacted].
A review of Mr.
[redacted] invoices confirms that he has been billed in accordance with his
Agreement and no adjustments are warranted at this time.  (Agreement and invoices available for
review) 
 
StarTex Power confirms
that Mr. [redacted] was initially provided incorrect information regarding the
calculation of the Average Price and was transferred to StarTex Power’s Escalated
Customer Support team.  The Escalated
Customer Support representative attempted to advise Mr. [redacted] that the
Average Price is calculated using his fixed Energy Charge as well as the [redacted]
Charges, which are directly passed through from the [redacted] without change and can
vary from month to month.  Mr. [redacted]
did not agree and disconnected the line. 
 
Regards,             
 
Escalated
Customer Support
[email protected]

I can summit my phone records for this if needed but was never contacted. I called startex and there response was we just put that message on the bottom of every email but do not call. We can go back with he said she said but I can supply my phone records. I would like to challenge Startex to provide me with that information on day called and time. The number on my account is my wireless number and is my work phone and voicemail is never full due to my work load. If my voice mail was full I know for a fact my email wasn't full. I placed my trust in startex and only if they put this much effort in there service rather the complaints on Revdex.com it would be a great world . Plan and simple if I knew if I was going to be charged 14cents per kW I would of found a new plan in a heart beat like I did the day I found out on my own my account wasn't set up. Thank you very much startex please do something about my situation rather then trying to put blame on me for your own mistake.

Revdex.com Case # [redacted]
 
StarTex Power
acknowledges receipt of Revdex.com Case # [redacted]from Mr. [redacted].    
 
Investigative Results:
 
Mr. [redacted]
completed an online enrollment in June of 2014 to initiate electric service
with StarTex...

Power for his home.  During
the enrollment process, he selected the Average Billing program for his
account. 
 
Upon completion of
the enrollment, StarTex Power emailed Mr. [redacted] an enrollment confirmation
(available for review upon request) which confirmed that he opted in to the
Average Billing program for his account. 
 
Average Billing is a
budgeting tool that allows customers to pay around the same bill amount each
month.  Each monthly amount due is based
on a 12-month average and not the actual amount due.  At the end of 12 months, a reconciliation of
the customer’s payment balance will be performed.  If money is owed, a credit will be applied to
the account and if a balance is owed a charge will be applied to the
account. 
 
Mr. [redacted] has
spoken with several StarTex Power representatives who have attempted to explain
that he opted in to the Average Billing Program at the time of enrollment and
has been on it since.  He has also been
advised that each of his monthly invoices provide the Average Billing
Adjustment, Average Billing Amount Due as well as the Ongoing True-Up Amount.  Mr. [redacted] reported that he does not review
his monthly invoices and that he only just pays the amount shown when he logs into
his online account.
 
StarTex Power has
offered Mr. [redacted] a payment plan, as the balance due is valid; however he
has declined, stating that he will switch to another provider and will not
satisfy the outstanding balance. 
 
Please note that
StarTex Power will pursue all means of collection should Mr. [redacted] choose
not to submit payment for services rendered. 
    
 
Thank you for
allowing StarTex Power the opportunity to address Mr. [redacted]’s concerns. 
    
Regards,             
 
Escalated
Customer Support
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,I did and HAVE REQUESTED ALL ALONG THAT MY NUMBER BE REMOVED FROM THE BUSINESS'S DATABASE.  I have been assured on the numerous times that I have called in that this was taken care of yet the calls keep coming.  I faxed a letter to the company with the same request, yet the calls keep coming.As far as calls received outside of legal parameters goes....I have the true caller service on my phone. The information I provided in my complaint was based on that call log.I blocked calls from Star Tex Power now, but I still get call notifications and the company is still able to leave a message.  I will contact my cell provider for a printed log of these calls as well as True Caller for same.I just want the CALLS TO STOP....STOP ALL TOGETHER....I am old and don't want to be bothered.  I know when my bill is late As I explained to the company I live on a meager stipend and cannot pay the bill until I receive funds to do so. They refuse to change my billing date so I paying late is my only option as the customer service lady informed me over the phone...I have not received any emails from Star Tex providing me with the information on when both my contracts are set to expire.  I do check my spam emails but as we are all human it is possible that an email went unnoticed.  If that is the case please accept my apologies.I originally sought help from your company and your customer service, but after NUMEROUS phone calls I made, emails I sent and also a faxed letter these issues were not resolved.  My attorney suggested I contact the Revdex.com to avoid the need for a lawsuit.So..here we are....The calls keep coming. The latest of which was received today, June 2, 2017 at 10:14 am and 3:57 am. AFTER THE BILLS WERE ALREADY PAID.  I had scheduled the payments online about 10 days ago. The payments should have been processed today.  Customer service should have caught this...Just please STOP CALLING ME or I am going to have to disconnect my phone and seek relief through the courts.  There is no reason for an 87 year old lady to be harassed in this manner.Thank you

Despite StarTex Power’s efforts to acknowledge the problem with there partner website's that allows you to set up a new contract and not supply the the customer with information of the status of the account is unacceptable to Texas laws. StarTex Power has not complied with the Texas state regulatory guidelines  and chooses to not refund my money and rather spend countless hours writing pointless emails. Star tex can refund my money in order to bring this matter to a satisfactory resolution.   Thank You StarTex

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
 
Me calling your customer will not resolve my issue last time I talked with a representative they could not answer my questions.What you can do is acknowledge your company system has a flaw how I stated in my complaint. My complaint is valid and it caused me 200.00 dollars in unexpected charges.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my [redacted] power had already been given a request to stop harassing my [redacted] and to adjust his past account to a zero balance and if it is not done will go to the next level. How as I see it [redacted] power needs to refund an amount of [redacted] of over payment that had been previously made. 
Regards,

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from [redacted]. 
 
Investigative Results:
 
Door to Door representatives are not direct employees of StarTex Power and are acquired through a third party vendor.  [redacted]...

[redacted] contacted StarTex Power on [redacted] to raise concerns regarding the Door to Door representative’s sales tactics and to inquire about the billed TDU surcharges reflected on his invoice generated on [redacted].  After thoroughly reviewing [redacted]’ account, he was advised that the TDU surcharges have been billed since the start of the account and that he was advised of these fees during the Third Party Verification call in which he stated that he understood the Terms and Conditions of the plan selected. (Recording available for review)  StarTex Power mailed a Welcome Package to [redacted] which further details that the plan selected at the time of enrollment would include TDU surcharges.  (Welcome Package available for review) [redacted] was also advised that an investigation with the Door to Door representative’s vendor would be launched to ensure that customers are not being signed up under false pretenses.  High pressure sales tactics and misrepresentation is never tolerated and is against all principles to which we demand our third party vendor contractors adhere to.  Matters such as this warrant disciplinary action leading up to termination.  StarTex Power is awaiting a response from the representative’s vendor.
On [redacted] contacted StarTex Power to further dispute the TDU surcharges billed on the invoice that generated on [redacted].  The StarTex Power representative contacted [redacted]’ local utility company, AEP, to request a meter test to confirm the accuracy of the charges.  AEP completed the meter test on [redacted] and confirmed that [redacted]’ meter is working at 100% and the charges are accurate.              
Should [redacted]’ utility company, AEP, provide corrected usage, StarTex Power will gladly adjust his account accordingly and issue a corrected invoice. 
 
Regards,             
 
Escalated Customer Support
[redacted]